Director of Customer Support (SaaS, AI)

TL;DR

Director of Customer Support (SaaS, AI): Leading a high-volume, customer-facing support organization responsible for delivering reliable, timely, and high-quality technical assistance at scale with an accent on end-to-end Customer Support operations, including ticket management, service levels, and continuous improvement. Focus on building scalable systems, processes, and tooling for efficient service delivery, implementing automation and AI-driven workflows, and analyzing support data to drive proactive issue prevention.

Location: Remote, must be based anywhere within the US

Company

hirify.global provides a software platform that intelligently connects healthcare providers with life sciences experts to improve patient care.

What you will do

• Lead, mentor, and develop a high-performing Customer Support organization, establishing a culture of ownership and accountability.
• Own end-to-end support operations across all reactive channels, standardizing workflows and defining SLAs.
• Implement automation and AI-driven workflows to reduce manual support work and develop a knowledge base for self-service.
• Analyze support data to identify recurring issues and partner with Product to eliminate root causes and drive proactive issue prevention.
• Collaborate closely with Product, Sales, and Account Management leadership to improve customer experience and ensure clear escalation paths.
• Establish and own Customer Support KPIs, providing regular reporting on performance, capacity, and trends.

Requirements

• 2-5 years of experience leading Customer Support or Technical Support teams in SaaS or technology environments.
• Proven success running high-volume support operations with strong operational discipline.
• Deep experience with ticketing platforms, automation tools, and support analytics.
• Proficiency in modern cloud-based phone systems (e.g., Zoom Phone), including call routing and configuration.
• Demonstrated ability to improve efficiency, predictability, and customer experience simultaneously.
• Strong leadership, communication, and change management skills with a data-driven mindset.

Nice to have

• Experience in MedTech or HealthTech.

Culture & Benefits

• Work from Anywhere within the US, aiming to recruit diverse thought leadership.
• Competitive Salary and 100% Company-Paid Premiums for Employee’s Medical Health (HDHP 4500), Vision, and Dental Plans.
• $4,400 company sponsored contribution into an HSA and 401k Matching.
• Flexible PTO and 100% Paid Parental Leave, including a $5k stipend and a 4-week "Ease-Back" return to work transition period.
• Short-term and Long-term Disability and Life Insurance.
• Charitable donation matching program.